The Challenge –
Perfect Home were using an on-premise, NEC phone system and call recorder to manage customer interactions. This initially worked well for them, as stores and the contact centre could easily handle all customer enquiries. but a growing customer base meant that Perfect Home needed to centralise customer interactions in a dedicated contact centre.
Key Challenges Faced –
- Manual process to manage inbound & outbound workloads
- Lack of contact centre functionality
- Hardware capacity limited scalability
- No integration with back office systems
- Bespoke configuration required technical knowledge
- Lack of resilience
The Process –
Perfect Home decided they needed a cloud based contact centre solution. This would allow them to seamlessly blend inbound and outbound calls and maximise agent efficiency through the peaks and troughs they experienced in call volume. They went to market and asked numerous solution providers to demonstrate how they could help them achieve their goals.
It was important to Perfect Home that, if they moved, a cloud based solution would meet the highest security standards. This was to satisfy their own internal security policies, as well as those of the FCA (Financial Conduct Authority).
“MaxContact has provided us with the assurances needed to know that our customer data is secure, even though it is not stored in our network. Their partnership with Microsoft AZURE shows how seriously they take data security, and their dedication provides us with peace of mind. We looked at several solutions, and MaxContact were the only solution that truly understood our requirements and demonstrated a solution which solved our problems. Martin Cross – Head of IT
The Results –
Perfect Home chose MaxContact as they identified us as a provider who knew the industry inside out. Furthermore, we could provide them with a solution that would allow them to handle inbound calls during quiet periods and maximise agent efficiency by automatically calling customers to resolve outstanding queries.
“MaxContact handles our inbound and outbound calls. Uptime is extremely important to our business to ensure we can provide our customers with the service they require.